Quality of emergency rooms and urgent care services: user satisfaction

OBJECTIVE: To evaluate the quality of emergency rooms and urgent care services according to the satisfaction of their users. METHODS: A cross-sectional descriptive study with a quantitative approach. The sample comprised 136 users and was drawn at random. Data collection took place between October and November 2012 using a structured questionnaire. RESULTS: Participants were mostly male (64.7%) aged less than 30 years (55.8%), and the predominant level of education was high school (54.4%). Among the items evaluated, those that were statistically associated with levels of satisfaction with care were waiting time, confidence in the service, model of care, and the reason for seeking care related to acute complaints, cleanliness, and comfortable environment. CONCLUSION: Accessibility, hospitality, and infrastructure were considered more relevant factors for patient satisfaction than the cure itself.